Annualreport

Business Management Report
Commercial and Personal Banking
Deposits
Year 2011
Individuals 69%
Companies 31%
Commercial and Personal Banking
Loans
Year 2011
Individuals 36%
Companies 64%
Banking
Commercial and Personal Banking
The priority of Mercantil Servicios
Financieros, through Commercial and Personal Banking was to improve internal processes
and products to satisfy the financing needs of different participants in society more
efficiently, and to continue to enhance quality of service both in the international market,
emphasizing Mercantil Commercebank's presence in the United States, and also in the
Venezuelan market with Mercantil, C.A. Banco Universal through the High Net Worth and
Mass Market segments of Personal Banking and the Middle Market and SME segments of
Commercial Banking.
At the close of 2011 Commercial and Personal Banking represents 80% of the total deposits
of Mercantil Servicios Financieros with a year-end total of Bs 63,407 million (US$ 14,780
million), where Mercantil Commercebank's contribution was Bs 18,285 million (US$ 4,262
million) and in Venezuela it was Bs 45,122 million US$ 10,518 million), making it the area with
the highest volume of deposits in Mercantil Servicios Financieros. The bank's deposits are
made up as follows: Personal Banking 69% and Commercial Banking 31%, which together
accounted for 32% growth compared to 2010.
In 2011 the bank furthered its objective to maintain the efficient utilization of its financial
resources, obtaining an intermediation margin of 70% at the close of December 2011, five
points higher than in 2010. This was the result of the segments' efforts to place commercial
loans, improving loan portfolio performance 43% to Bs 44,256 million.
Mercantil Personal Online Banking in Venezuela was the most consolidated channel in terms
of client preference having attained the largest volume of transactions accounting for more
than 59% in December 2011, while in the United States Mercantil Commercebank registered
an increase of more than 8% in registrations with International Personal Online Banking. At
the close of the year, Mercantil Banco Universal averaged more than 882,489 active personal
customers and more than 60,000 active commercial clients per month which together carried
out more than 480 million transactions during the year.
49 Mercantil Servicios Financieros